AT&T Store — Local services in Sandy

UPDATE: 6 months in and I continue to have an issue every single month. Quoted price $150, EVERY bill $200-$250/month. The promotion we got to trade in our phones, I have to call or chat into AT&T EVERY SINGLE MONTH to have them manually apply the credit. I essentially gave them my free phone and continue getting charged!!!

If you want to get completely screwed over then by all means go to this AT&T store. I have no idea how they have an overall four-star review because our experience was absolutely awful.

We started our switch to AT&T begining of January. We didn't get our phones until the middle of February. We were lied to repeatedly by the incompetent representatives in the store, knowingly or unknowingly, it doesn't matter because our account is completely messed up. I had to go to this location five times, a Costco location, a corporate location, and spend over 2 hours on the phone with more incompetent representatives, trying to fix our account. We were initially quoted $150 per month and somehow every single one of our bills has been over $300. I keep getting told "wait 2-3 billing cycles for your credits to post," but even with all the credits I was advised our bill is going to end up being more like $200/month.

The reps at the Sandy store said if we got a third line it would make it cheaper by bundling lines. What they didn't say is that it's cheaper per line but we still pay more overall for having a 3rd line. I'll take some credit for that not making sense in my head and asking more questions but the reps were not clear that the 3rd line was going to make our quote higher. He specifically said it'd be cheaper. Ultimately we did it because he said it would give my husband's phone a dual service line with "better coverage." I found out that was untrue talking to the phone reps who were confused why we had a 3rd line when we only needed 2 cell phone lines.

When my phone was initially purchased the phone/equipment was linked to my phone number. I was talked into a Samsung I didn't want because it was supposed to"ship sooner." After 3 weeks of waiting my order randomly canceled. The store placed a new order for the phone I initially wanted which was a Google phone. The issue is they ordered the Google phone under our third line, not my actual phone number, saying once the phone arrived at the store they would switch the equipment to my phone number versus the third line. Turns out that's not even possible even though Taylor assured me several times it was. Going back and speaking with the manger was useless. His fix was giving me an e-sim linked to my number but the phone will forever be linked to the wrong 3rd line which will impact my upgrades in the future. Not to mention...

Since the third line is ultimately costing us more money, I called AT&T to just cancel it. However, because this store screwed it up so bad, if I want to cancel one of the lines, I have to give up MY phone number that I've had for over 10 years because it's not tied to any equipment. Very confusing and extremely frustrating.

When we were at the corporate location they explained this store in Sandy is a retail location and that all the reps care about is getting a commission. The corporate rep specifically advised us never to go back there because they would keep screwing our account up more. He said they see this happen all the time but he isn't sure why AT&T still allows them to represent them and sell their products.

To top it all off, we traded in our paid off phones for "free" phones, meaning free only if we stay with AT&T for 3 years. Wouldn't have been a problem If we hadn't been lied to. If we decided to cancel all together we'd have to pay $2,000 for the phones we have. We're locked in and screwed. AT&T sucks. My only hope is that we can return the phones and not pay a ton of fees to cancel with them. The second we get the chance we will be...

I am a longtime customer but unfortunately my family had a horrible experience here a few days ago. We were all due for upgrades and went in anticipating a nice and easy process. Cody, the person who helped us, told us that there were no iPhone promos currently going on. I felt this was strange because a month or two prior there were a few different ones going on. He said he'd message his manager to check for promos and after 10 minutes he said he got no reply and sorry but there were no promos. He said we'd be better off waiting for the new iPhone 17 to drop in mid sept and there MIGHT be deals going on then. I had misgivings about the truthfulness of this, but there was really nothing we could do. I was hesitant to wait for the newer model for my kids and potentially pay more but it seemed to be the only option. My wife and I upgraded our Samsungs and left with no iphones.

When we got home we still couldn't believe what we were told and went into the app. We found iPhone promos there. We called the customer service center and explained what Cody had told us at the store. She couldn't believe we were told that and there were actually more iPhone ptomo than usual going on because of back to school season. There were promos where we didn't even have to trade the old phones in and got 2 iPhone 16+'s for 10.99 each a month. We felt lied to and we wasted almost 2 hours of our time at the store. The customer service rep said there was no way you could work at a store and not know about iPhone promos. To top it all off something was wrong with theway the invoice was processed, so no boxes to send our old samsungs back were going to come. The rep had to straighten this out for us as well. I am SO glad we called customer service. Needless to say our last trip to this store was totally...

Avoid working with this store!

You will have a faster, better, and more accurate experience if you work directly with AT&T online (although it will also be painful!).

We just wanted to upgrade my daughters phone for her birthday and add a military discount.

Here is the chaos the store created in chronological order

1 - Ordered incorrect phone 2 - Returned phone and ordered the incorrect phone again 3 - Returned phone and ordered the incorrect phone again (that is three incorrect phones!) 4 - Finally got the correct phone only to find out that they quoted the wrong monthly price for the phone payment 5 - Said they would apply credit to make up the difference between quoted amount and amount being charged and didn't 6 - Said they would apply Veterans Discount and didn't 7 - Left Insurance charges on phone lines even though we told them to remove them 8 - Left Next up Anytime charge on phone line even though we told them to remove it

We went to the store 4 different times. Two of the times we spent over four hours in the store (each time) running in circles.

Now, two months later (after seeing all the errors on my bill), I am chatting with an AT&T rep (since they refuse to talk to me) getting all of these issues resolved.

. . . and the issues are getting resolved faster through chat than when we were in the store (still took 2 hours chatting).

Why have a store when they are less competent and/or empowered to provide value and solve problems than an online chat rep?

What happened to...